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Original poster

Department store refusing a refund!

54 replies

Changingnames2002 · 24/02/2021 22:47

Hello,

I received for my birthday a pair of designer shoes, they have a significant red sole if this helps. They were bought using a credit card from a major UK retailer.

The shoes were delivered during the first lockdown lift, I decided I wanted to return them and repurchase in another style. I took them to store, unboxed them and tried the shoes on (carpeted floor) for the first time in front of a member of staff (the brand itself within the larger department store)

I was unable to return to store there and then, as it has to be posted back rather than returned in store as it was ordered online.

I returned home, had a courier collect to return parcel and received an email a week later saying the shoes have been returned in an 'unsalable condition'.

I was baffled as they were genuinely tried one once, on carpet in front of a member of staff. I asked for photographs detailing the 'damage' and there was a photo of a small crease in the leather on the sole.

I am devastated as they were a special gift and very expensive, not something I would ever buy for myself! And now I am stuck with shoes that I can't wear.

Does anyone have any advice?

OP posts:
goingtotown · 25/02/2021 08:26

I’m confused.

Purchased online.
Delivered
Returned & tried on in the store. Why would you do this?
Unable to return to store.
Returned by courier.
Shoes damaged with photo evidence.

LIZS · 25/02/2021 08:32

Were you outside the 14 day returns window for online purchases? Retailers are not obliged to do returns or exchanges unless faulty or damaged.

ElizaLaLa · 25/02/2021 08:32

If yous already decided you wanted a different style, why did you try them on? Presumably you walked up and down the shop in them?

Chewingle · 25/02/2021 08:35

I took them to store, unboxed them and tried the shoes on (carpeted floor) for the first time in front of a member of staff (the brand itself within the larger department store)

Confused
TreesAndStuff · 25/02/2021 08:48

You need to push this - phone them again, email. You are telling the truth - you can just keep on until they get it. I would be really upset.

Something may have happened in transit? Ask them if the box looked tampered with etc.

You just have to keep talking to them.

Maxellious · 25/02/2021 08:55

If it's HOF they are notoriously shit. Good luck!

Martinisarebetterdirty · 25/02/2021 09:13

Did you check them before you tried them on? To be honest I wouldn’t pay £500 plus for shoes that had a crease in the sole, I’d ask for a new pair / send them back as damaged.
I don’t think you’ll get far as they’ve shown you the damage and unfortunately you won’t be able to show you didn’t cause it.
You could open a section 75 chargeback claim and see how you get on if they were paid for on CC.

ChequerBoard · 25/02/2021 10:12

If it's HOF, you've got no chance. I refuse to shop with them ever again after a similar online shoe purchase debacle .

They just aren't geared up for online sales at all, their processes are shockingly bad.

lindyloo57 · 25/02/2021 16:30

I agree if its HOF, I stopped ordering on line from them ever since the new owner took over, I'm not paying £5.00 for a click and collect.

SmidgenofaPigeon · 25/02/2021 16:35

Its HOF isn’t it.

Why did you take them to the store to try them on though Confused

LunaHeather · 25/02/2021 16:46

I would give the details of your visit to the store, time, date etc and explain that you weren't allowed to return on the spot.

Yorkshirepuddingforever · 25/02/2021 19:46

Is this Self ridges? If so someone I know had the same issue with a bag. She had to email the CEO in the end.

Original poster
Changingnames2002 · 25/02/2021 20:57

Yes it is selfridges.
I tried the shoes on in store to see if I did like them or check the sizing. I wanted to swap them to a different but similar style.

OP posts:
Ilovemaisie · 25/02/2021 21:14

Just sell them on eBay and buy something else. You did seem to do things in a bizarre way (taking them to the shop to try on - eh? Why didn't you do that at home?)

ChequerBoard · 25/02/2021 22:11

So you carried the parcel that was delivered to your home into the Selfridges store, sat down in the shoe department, opened the parcel and tried on the shoes?

That is weird. Why did you need an audience to try on shoes?!?

Original poster
Changingnames2002 · 25/02/2021 22:29

I went to return the shoes for another style

Upon getting to selfridges they said we can't return them as they were an online order

I said well whilst I'm here I will try them on for size (amongst other styles)

I dont see what is so hard to understand 😂

OP posts:
SpeckledyHen · 26/02/2021 06:27

If they were a gift to you the refund wouldn’t be yours to claim . They would refund to the source that the payment came from .

Personally I think it is a bizarre thing to do - trying on shoes that you had taken back for a refund .

As a pp said , I know someone who had a similar experience with Selfridges with a Mulberry bag . She was a regular Selfridges customer. She eventually won but it was a struggle. Might even be the same case.

Crookairroad · 26/02/2021 06:55

It as a weird thing to try them on in store but respond to their comment about the crease and ask for evidence that the cease wasn’t there when the shoes were packaged for delivery.

rwalker · 26/02/2021 07:03

@Crookairroad
ask for evidence that the cease wasn’t there when the shoes were packaged for delivery.

They'd want to know why you didn't complain when you got them if they weren't in pristine conditon .
You accepted them and no mention of there been a crease in them .

If they've sent you a picture off it I don't think theres anywhere you can go with this .

Covidcorvid · 26/02/2021 07:04

Point out they sold the shoes to you in unsalable condition so you’d like a refund for that reason!

StepOutOfLine · 26/02/2021 07:04

I think they are going to be thinking that, as they have noticed a crease, that you bought the shoes, wore them once to a posh do or something, and are now trying your hand at getting a refund.
You said during first lockdown, so, 11 months ago? How long between receiving the shoes and going into the store?

StepOutOfLine · 26/02/2021 07:06

Sorry just seen lockdown lift- so last summer?

Pimlicojo · 26/02/2021 07:08

How long after you got them did you go in to the store? And when did you try to return them?

Original poster
Changingnames2002 · 26/02/2021 07:19

I was given them for Christmas by my husband and I returned them after Christmas before lockdown began

OP posts:
millenialblush · 26/02/2021 07:31

Are PPs suggesting HOF sell louboutins?Confused

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